N.Y. Health System Taps Genesys Cloud

No Jitter

Dana Casielles

Rochester Regional Health, a sprawling healthcare system in upstate New York, had been exploring ways to expand its use of cloud contact center service when COVID-19 hit. Almost overnight, the organization found itself, as many did, needing to accelerate its cloud migration plans.

For Rochester Regional Health, the need to fast-track its cloud strategy started to become apparent on March 16, just one day after technical operations managers returned from a site visit to Genesys regarding migration to the Genesys Cloud platform. That’s when call volume started skyrocketing and the push for work from home began.

Fortunately, the healthcare organization was...

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